Mark Ungerman -

More often than not, digital investments can have a wide range of unanticipated benefits. That’s because in many cases, business leaders are unaware of the hidden and undetected obstacles that await them, and how modernizing their contact center can proactively solve for problems about to be discovered. As organizations became increasingly averse to disruption, it requires leaders to consider flexibility and adaptability as core value points for new technology.

When the economy returns to relative normalcy, there are some professions that may not resemble pre-pandemic conditions. Customer service, for example, has experienced considerable change, as contact centers went virtual to protect their employees and maintain business continuity. This abrupt pivot has proven to be successful for many contact centers, so much so that the transformation is likely permanent. The contact centers that transitioned to remote work were a litmus test for telecommuting.

It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small businesses have been negatively impacted is putting it mildly. Recent findings from National Federation of Independent Businesses (NFIB) show that the three leading causes of small business decline is due to lost sales, disruption in supply chain and disruption in workforce due to employee illness.